Are Amazon telling your customers packages are lost?
Just had this from a customer, and it’s not the first one recently,
‘I’d like to advise you that this item has arrived safely despite me being told [by Amazon] it was lost in the post.’
Amazon showing buyers that items are lost, when they have been successfully delivered. Perhaps this explains to 10-15 messages a week that we are getting from customers stating that items have not been delivered, when tracking clearly shows that they have.
Are Amazon telling your customers packages are lost?
Just had this from a customer, and it’s not the first one recently,
‘I’d like to advise you that this item has arrived safely despite me being told [by Amazon] it was lost in the post.’
Amazon showing buyers that items are lost, when they have been successfully delivered. Perhaps this explains to 10-15 messages a week that we are getting from customers stating that items have not been delivered, when tracking clearly shows that they have.
57 replies
Seller_NoLYurmb006tq
I think it’s just to do with the API from RM2d Hermes also has a delivery option now which causes it and yodel… Great isn’t it
Seller_PUgTge8LPB8FY
It almost certainly does explain at least a part of that. This has been going on for a very long time and shows no signs of being stopped. Happens on foreign channels, too, so it’s a worldwide issue.
Seller_NoLYurmb006tq
We stopped using RM due to it then started with Hermes then they started this new thing lol…
But just took a step back and trying them both but using only tracked on RM and standard Hermes again for a couple of weeks to see how things work out see if I loose next day delivery again
Seller_94VWxluF6zYyI
This has been ongoing for a long time.
A customer emailed a few days ago to let me know that Amazon had informed them their parcel was running late (I don’t know how they fathomed that one out as we mark as dispatched within a few hours and post the same day) yet they told us they had received it ages ago.
Surprise surprise the same day 3 “chancers” decided that they had NOT received their items. When I told them that I would send another/refund but could they double check because we report all missing items to RM, who will probably chase it up… They all disappeared into the night.\
I don’t see how Amazon contacting customers in this way is helpful to anyone!
Seller_G9pOHlPaw0WqP
I’ve got two things I bought, one in July and one in August saying that they apologise that I haven’t received my orders yet. Both arrived on time and the one in August very quickly and I left feedback too. It’s a bit worrying that some customers will just hit the problem with this order button just to get refund.
Seller_vTCC47DVMGUB8
This is another issue with the Amazon system that they have no interest in fixing.
They claim that it is a problem with RM large letter tracking system, so how does eBay manage to record them correctly?
It is not even a problem that needs fixing, customers are aware if they have had an item delivered or not, why does Amazon feel the need to “Nanny” them?
We get these type of inquiries every day and send out a standard message along with the confirmed delivery details. Unfortunately, on the odd occasion that RM does not scan the item, you can not be sure if they are lying or not.
Seller_qCHuTn5dPLaer
Is that for FBM or FBA? We are using RM for FBM and never had these problems…(touch wood).
Seller_7WLrNxqVNqkN2
Yup! I am getting these emails, is there anything we can do? I have it with things I have ordered myself personally and when I go into status it says this maybe lost?? When I have it already. Many chancers will take this on board to starts scams.
Seller_FGrlSKDjwty1z
We had this problem Amazon did not recognise APCs tracking. Stopped happening when we switched to Fedex. We raised a case it went on for around 6 weeks including screen shots customers sent - wait for it…guess what Amazon said customer were not receiving prompts to ask for refunds and shut the case.
We were getting 1 to 2 a week including stroppy messages from customers telling to sort it out with Amazon to stop sending emails when they had receievd the item weeks ago. Some customers were trying it on but we managed to swot most away. Still took up a huge amount of time to deal with it. Amazon must be aware of it - another thing to deal with.
